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Understanding and managing conversations from a knowledge perspective: An analysis of the roles and rules of face-to-face conversations in organizations

By Jeanne Mengis


This article presents a discussion on the role of face-to-face conversations for social knowledge processes and sense making in organizations. Given the importance attrib-uted to conversations in the literature, but also the many conversational routines that pre-vent knowledge creation and sharing, the question pursued is how conversations can be managed to foster developments in organizational knowing. We particularly focus on the role of explicit rules as one means to manage conversations from a knowledge perspec-tive and analyse contributions from knowledge management, organizational learning, decision making and change management. In order to refine and systemize the discus-sion on the multitude of conversation rules, we propose a management framework by drawing on communication theory. Implications for management as well as future direc-tions for research on conversation management conclude the article

Topics: knowledge management, conversation management, dialogue, sense making, conversation rules
Year: 2016
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